Electronic registration system for product transactions

ABSTRACT

An electronic registration system which facilitates authorized product returns and reduces the incidence of improper returns. A retailer sales associate is prompted to enter individual product identification information such as an individual serial number. This individual product identification information is then stored in a data base along with the date on which the product was sold and an appropriate UPC code, SKU number or manufacturer code. A check digit algorithm may be used to verify the serial number prior to storage. A sales receipt may be imprinted with at least the date of the transaction and the serial number. When a product is returned, the retailer may cross-reference the serial number on the product with that on the receipt to verify the sales receipt. Otherwise, the database may be searched for pertinent sales information.

CROSS-REFERENCES TO RELATED APPLICATIONS

This application is a continuation of application Ser. No. 13/470,611filed May 14, 2012, which is a continuation of application Ser. No.10/465,562 filed Jun. 20, 2003, which is a continuation of applicationSer. No. 09/362,187 filed Jul. 28, 1999, which is a continuation ofapplication Ser. No. 09/314,023 filed May 19, 1999, which is acontinuation of application No. Ser. 08/725,259 filed Oct. 2, 1996, theentire content of each of which is hereby incorporated by reference inthis application.

BACKGROUND OF THE INVENTION

1. Field of the Invention The present invention relates to an electronicsystem for registering product transactions. More particularly, thepresent invention relates to an electronic registration system whichfacilitates compliance with return policies and is useful in reducingimproper or fraudulent product returns under warranty.

2. Related Art

Manufacturers and retailers of consumer products often have a standardreturn policy. For example, a retailer return policy might allow aconsumer to return a purchased product for any reason within a certainnumber of days (e.g., 10 days) after purchase. Additionally, amanufacturer's warranty may permit return of defective products within aparticular time period (e.g., 90 days) after purchase, and provide forrepairs of defective products within a different time period (e.g., 180days). Repairs of products after that date would be the responsibilityof the consumer. Such return policies are intended to ensure consumersatisfaction while protecting the manufacturer and/or the retailer fromimproper returns. As a result, a delicate balance must be maintainedbetween protection of the retailer or manufacturer and consumersatisfaction.

Unfortunately, it is often difficult to monitor product returns toensure proper compliance with a return policy. For example, a consumerwho received a product as a gift usually will not have a sales receipt.In such a situation, an uninformed decision must often be made to acceptthe return or not. If the return is not accepted, the consumer mightunfairly be denied a proper return, and the retailer and themanufacturer risk suffering a loss of goodwill. On the other hand, ifthe return is accepted, the retailer and/or the manufacturer will incurexpenses or losses which might be unwarranted. Some retailers seek tominimize the effect of possible improper returns by limiting a consumerto store credit (rather than a refund) or exchanges on items returnedwithout a receipt. This alternative, however, may be unacceptable to aconsumer and does not completely eliminate the retailers' exposure toimproper returns.

Difficulties associated with returns made without a receipt stemprimarily from the inability of the retailer to obtain purchaseinformation (such as sales date, place of purchase, etc.) concerning theindividual item for which a return is sought. Without such information,it is usually impossible for the retailer to determine whether thereturn is in compliance with the return policy.

In addition to the foregoing, fraudulent returns can cost productretailers and manufacturers significant sums of money. As an example,upon release of the Super Nintendo Entertainment System (Super NES),Nintendo experienced a high volume of returns of basic NES hardware.When the returned products were evaluated, it was discovered that a highpercentage of the products were not defective and, in fact, were severalyears old. Thus, customers were abusing the retailer's return policy toexchange old products and upgrade to the new system. Such abusesincrease costs to the retailers and manufacturers. These costs are oftenpassed on to purchasers without any attendant benefit to legitimateconsumers.

Prompt and efficient handling of returns and proper enforcement ofreturn policies helps to keep down costs while maintaining consumerconfidence and satisfaction. However, efforts to speed handling orimprove enforcement lose their value if the expense of those effortsoutweighs the accompanying benefit. Accordingly, such efforts must beefficient to benefit the manufacturers, retailer and the consumer.

Accordingly, there is a need for a system which facilitates authorizedproduct returns yet reduces the incidence of unauthorized returns.Additionally, there is a need for a registration system which minimizescosts associated with returns, improves retailer efficiency in handlingproduct returns, increases overall customer satisfaction, and providesretailers with immediate access to purchase data information. It is aprimary object of the present invention to satisfy these needs. Afurther object of the present invention is to enable retailers to moreeffectively enforce retailer and/or manufacturer return policies, evenin situations in which the product was received as a gift or when thecustomer no longer has the sales receipt.

BRIEF SUMMARY OF THE INVENTION

The present invention achieves these and other objects by providing anelectronic registration system which enables individual productidentification information to be gathered at the point of a transactionfor inclusion in one or more transaction databases. In an exampleembodiment of the present invention, individual product identificationinformation (such as a serial number) is stored in a local transactiondatabase along with additional information including at least the dateof the transaction. A transaction receipt such as a customer salesreceipt is created and includes the individual product identificationinformation and the date of the transaction. Additionally, theindividual product identification information and the transaction datemay be communicated to a separate location for inclusion in a generaltransaction database. The local transaction database may include, forexample, sales made by a particular store or sales made by severalaffiliated stores and is not necessarily co-located with the point ofsale.

Where a serial number is used to identify the individual product, acheck digit may be used in conjunction with the serial number. In thisway, the validity of the serial number may be verified and, if it isinvalid, a system operator may be prompted to re-enter the serialnumber. The serial number may be scanned, entered with a keypad, orinput with any other suitable technique.

Prior to obtaining individual product identification information, theelectronic registration system may identify the type of product byevaluating, for example, the product SKU number derived from a universalproduct code (UPC). In this example, the individual productidentification information is obtained only if the product is of a typefor which electronic registration is desired.

The point of transaction information including the individual productidentification information and the transaction date may be communicatedfor use in a general database in a number of different ways. Forinstance, an electronic link to the location of the general database maybe established or information may be recorded and physically transferredto that location. The communications may occur periodically, on anitem-by-item basis, or otherwise.

When a customer returns a product with a receipt, a retailer may look atthe serial number on the receipt and compare it to the returned product.If the serial numbers match and if all other return conditions are met,the return may be accepted. When a customer returns a product with noreceipt, or a receipt that does not have a correct serial number, theretailer may search the local database for sale information concerningthe specific item being returned. If no sale information is located (forinstance if another retailer sold the product), the general database maybe accessed and searched for sales information, and the return handledaccordingly.

BRIEF DESCRIPTION OF THE DRAWINGS

The objects, features, advantages and characteristics of the presentinvention will become apparent from the following detailed descriptionof exemplary embodiments, when read in view of the accompanyingdrawings, in which:

FIG. 1 is a schematic block diagram illustrating an example of anoverall electronic registration system in accordance with the presentinvention;

FIG. 2 is an example flowchart illustrating a series of steps that maybe performed at a point of sale for registering a product transaction inaccordance with the present invention;

FIG. 3 illustrates an example transaction receipt which reflects aproduct serial number and a transaction date;

FIG. 4 illustrates an example flow chart for an electronic datainterface between a product retailer and a product manufacturer;

FIG. 5 illustrates an example flow chart generally illustrating stepswhich may be taken in connection with product registration and return;and

FIG. 6 illustrates an example of a procedure at a retailer fordetermining whether a product return is properly under warranty.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

The present invention is described in the context of particularexemplary embodiments. However, it will be recognized by those ofordinary skill that modification, extensions and changes to thedisclosed exemplary embodiments may be made without departing from thescope and spirit of the invention. For instance, although the inventionis described primarily in the context of a retailer/manufacturersituation, the features, characteristics and advantages of the presentinvention could likewise be applied to a store/headquarters situation ora retailer/distributor situation. In short, the present invention is notlimited to the particular forms disclosed.

An example of an electronic registration system in accordance with thepresent invention is illustrated in FIG. 1. Briefly, the example systemmay include a point of sale register 2 and an associated bar codescanner 4. The register 2 is preferably connected with a local computersystem 6 in a suitable manner. For example, the register 2 may be“hard-wired” to the local computer system 6. Alternatively, the register2 and the local computer system 6 may communicate, for example, throughmodems and telephone lines, or over radio communication channels. Anyappropriate communication channel may be used.

In certain situations (e.g., single store retailers), it may beadvantageous to have the local computer system 6 located in proximity tothe register 2. For large chain stores, however, it may be advantageousto situate the local retailer computer 6 at a central location withlinks to the registers 2 at individual stores. The particulararrangement will depend on the preferences and circumstances of thespecific retailer.

The local retailer computer system includes an associated local database8 for storing registration information. Additionally, a local printer 10and an operator terminal 12 may be provided. The operator terminal maybe used, for example, by a store clerk upon return of merchandise tolocate pertinent sales information in the local database 8. The printer10 may be used to produce hard copies of end of day sales reports andthe like.

In the exemplary embodiment, a communication channel 12 is providedbetween the retailer computer system 6 and a central computer system 14.The central computer system may, for example, be a manufacturer computersystem. Alternatively, the central system could, for example, be aregional computer system for a large chain of stores, a distributorcomputer system or the like. It should be appreciated that the termcommunication channel is used herein in its broadest sense, and includesany suitable technique for passing electronic information betweensystems. Such suitable techniques include, for example, electronic linksvia modem, radio links, or even communications established by physicallytransporting a recording medium, such as a magnetic disk, magnetic tapeor optical disk, from one system to the other. In the preferredarrangement, an electronic link may be established by modem overavailable commercial telephone lines.

A general database 16 is associated with the central computer system 14for storing transaction information from a plurality of retailercomputer systems 6. Additionally, a printer 18 and an operator terminal20 may be included with the central computer system 14.

As illustrated in FIG. 1, the central computer system 14 may have anumber of additional communications links 12′, 12″, etc. for receivinginformation from other local computer systems. Thus, for example, amanufacturer may receive information from a number of differentretailers. Additionally, the local computer system 6 may include anumber of additional communication channels 13, 13′, 13″, etc. forconnecting with other central computer systems. Accordingly, anindividual retailer can electronically register products from a numberof different manufacturers.

For convenience, the multiple communication channels in FIG. 1 areillustrated with separate lines. It should be noted, however, thatseparate lines are not necessary. For example, the local computer system6 more likely would have a single communications line, and connectionwith the particular central computer system 14 would be made through amodem by dialing the appropriate telephone number.

An example of the operation of the system illustrated in FIG. 1 isdescribed in connection with FIGS. 2-6. Referring now to FIG. 2, theelectronic registration process begins when a customer bringsmerchandise to the register 2 for check out. The sales clerk enters theSKU number which identifies the type of product involved in thetransaction (e.g., Super Nintendo Entertainment System, Game Boy,Virtual Boy, Nintendo N64, etc.) by, for example, scanning a UPC productcode included on the product packaging (block 100). Of course, key entryor another technique for entering the SKU number may be used.

Electronic registration might not be necessary for a substantial numberof small commodity products (e.g., batteries, candy, diapers, etc.) thatare commonly sold by retailers. Accordingly, a check may be made, basedon the type of product as identified by the UPC code, to determinewhether this is a product for which electronic registration is desired(block 102). If so, the store associate is prompted to enter the serialnumber of the individual item (block 104).

The serial number may be entered (block 106), for example, by scanning aserial number printed on the packaging. Alternatively, the serial numberas it appears on the product may be scanned through a window in thepackaging. This alternative ensures that the individual product isidentified even if it is mispackaged. Also, repackaging of returnedmerchandise would be simplified. Other techniques, such as key entry,may also be used. Because the serial number is unique to each individualproduct, it acts as individual production identification information.

Once the serial number is entered, a check may be made to ensure thatthe serial number is valid (block 108). If not, control returns to block104, and the store associate is again prompted to enter the serialnumber. This is repeated until a valid serial number is obtained. It maybe desirable to provide store managers with the ability to override therequirement to enter a serial number in a limited number of situations.If such an ability is given, however, the overrides should be monitoredto ensure the ability is not abused. This may be done, for example, bygenerating a periodic report listing all overrides by individualmanagers.

Several different techniques may be used to evaluate and verify thevalidity of the serial number. In one preferred technique, a check digitis added to the serial number. Such a technique may utilize apredetermined mathematical operation performed on the digits of theserial number. If the result of the predetermined mathematical operationis equal to the check digit, the validity of the serial number isverified.

An example of a check digit technique will be described in connectionwith an eight-digit serial number. A predetermined mathematicaloperation associated with the check digit may be to multiply the sum ofthe first four digits of the serial number of by two (2), multiply thesum of the last four digits by three three (3), and sum the resultingproducts. This may be expressed in equation form as:

2(N₁+N₂+N₃+N₄)+3(N₅+N₆+N₇+N₈)

where N₁ is the first digit of the serial number, N₂ is the second digitof the serial number, and so on. The check digit may then be taken asthe least significant digit of the result. Thus, for a serial number22312313, the result of the predetermined mathematical operation is2*(2+2+3+1)+3*(2+3+1+3)=16+27=43. The check digit is the leastsignificant digit; that is the check digit is 3. Accordingly, the numberappearing on the product would be 223123133, wherein the last digit isthe check digit. For serial number 10532641, the check digit is 7[2*(1+0+5+3)+3*(2+6+4+1)=18+39=57], and the number appearing on theproduct would be 105326417.

The particular mathematical operation used in connection with the checkdigit is not critical to the present invention. Any predeterminedmathematical operation may be used to obtain the check digit. Indeed,for added security, it is possible to utilize more than one check digit,wherein each check digit is calculated by a different mathematicaloperation. Whatever mathematical operation is used, however, it isdesirable to minimize the number of individuals with knowledge of thespecific operation to reduce the risk of false serial numbers beinggenerated.

Once the serial number is verified (block 108), a local database may beupdated with the serial number information and any other necessary ordesired information (block 110). At minimum, however, the local databaseshould include an indication of the date on which the transaction tookplace. Other information might include the price paid, the storeassociate responsible for the sale, and the like.

The serial number of the individual product is printed (block 112) aspart of a written customer transaction receipt. As shown in the samplesales receipt 30 of FIG. 3, the serial number may be printed adjacentthe description and SKU number of the registered product. Thus, it willbe a simple matter to correlate serial numbers with associated products,particularly when several registered products appear on a singlecustomer sales receipt. Of course, additional information may be printedas well.

The date of the transaction will typically be printed at either thebeginning or the end of the sales receipt, but may appear anywhere onthe receipt. In the example operation illustrated in FIG. 2 and thesample sales receipt of FIG. 3, the date is printed at the end of thesales receipt 30 (block 116). For ease of viewing, the serial number anddate on the sample receipt 30 are indicated by boxes. If desired, anactual printed receipt may also have such information highlighted, forexample, by a different color ink.

Turning back to the example operation illustrated in FIG. 2, after theserial number is printed, a check is made to determine whether sales arecomplete (block 114). Ordinarily, this will be based on the storeassociate hitting a TOTAL button on the cash register. If sales are notcomplete, control returns to block 100 for entry of a SKU number for thenext product. Otherwise, sales totals are calculated and printed on thereceipt along with the current date (block 116). Thereafter, the centralcomputer system 14 is contacted and the general database 16 is updated.

It should be emphasized that the operation illustrated in FIG. 2 ismerely exemplary, and that the steps need not be performed in theparticular order shown. For example, all print operations and databaseupdates can take place after sales are completed. Additionally, it isnot necessary to update the databases on an item-by-item basis. Indeed,efficiency and speed in updating the general database may be increasedby batching transactions in groups of, for example, fifteentransactions.

An example technique for interfacing the local computer system 6 to thecentral computer system 14 is illustrated in FIG. 4. Product serialnumbers are scanned or keyed in by a store associate (block 200) andstored with associated information in the local database (block 202)using an operation such as discussed in connection with FIG. 2.Thereafter, the local computer system 6 extracts the serial numberinformation from the database (block 204) and batches the information inblocks of fifteen (block 206). The operations represented by blocks 204and 206 are preferably performed periodically, for example, daily.

Once the serial number information is properly batched (block 206), thelocal computer system 6, in this case a retailer system, dials thegeneral computer system 14, in this case a manufacturer's computersystem, to make an electronic link to an electronic mailbox set up forthat particular retailer (block 208). A separate electronic mailbox maybe set up for each manufacturer account. The connection is tested (block210) and, if the connection is not properly established, the retailercomputer system 6 redials (block 212) until a proper connection isestablished. At that point, data is transmitted (block 214) to theelectronic mailbox. Batching the information increases transmissionspeed and, therefore, reduces data transmission times.

Data communications between the retailer system and the manufacturersystem may use a conventional communications format. For example, thecomputer systems may be equipped with an EDI Translator capable of usingthe Standard 140 file format established by the EIA. The Standard 140file format is specifically designed to extract product registrationinformation. A typical transmission would begin with a Transaction SetHeader to indicate the start of a transaction and to assign a controlnumber. This would be followed by a Beginning Segment for ProductRegistration which indicates the beginning of a product registrationtransaction set and transmits identifying numbers, dates and times. Theidentifying numbers may include a Purpose Code to identify the type ofregistration (e.g., original sale or return to stock) and a ReferenceNumber assigned by the user for the particular transaction. Next, a Namesegment is transmitted to identify the user by type of organization,name and identifier code. The identifier code may indicate anorganizational entity, a physical location, or an individual.

If desired, additional identifying segments such as an AddressInformation segment and a Geographic Location segment may betransmitted. The address information would include, for example, astreet number and name for the individual store. The geographic locationinformation would include the city name, a state or province code asdefined by an appropriate Government agency, a postal code (e.g., a zipcode in the United States), and a country code.

Following any desired additional identifying segments, specific itemidentification information (e.g., serial numbers) may be transmittedalong with a textual description of the product if desired. Informationidentifying the individual store that sold the particular item may beassociated with the information for that item. Appropriate dividerswould be provided to separate the information for the respectiveindividual items. After the individual item information has beentransmitted completely, a Transaction Set Trailer segment may betransmitted to indicate the end of the transaction set and provide thecount of transmitted segments.

Returning now to FIG. 4, the manufacturer computer system 14 decodes theserial number information received form the retailer (block 216). Thedecoded serial number information is initially stored in a temporarydatabase (block 218) and the serial number information is encoded withthe retailer's name, the registration date, the sale date, the last dateon which returns will be accepted, and the last date for warrantyrepairs (block 220). The individual serial numbers may then be validatedusing the check digit technique discussed above, and the data istransferred to the manufacturer's general database (block 222).

Following validation of the serial numbers, an on-line summary reportmay be generated which lists all accepted and rejected serial numbers(block 224). The valid data is then stored in the manufacturer'snational serial number database.

The summary report provided in block 224 provides a tool for themanufacturer to locate trouble spots caused, for instance, bymalfunctioning retailer systems or attempted fraud. Additionalmonitoring reports may also be generated as desired. For example, theserial number pass/fail ratio for all returns by a particular retailerover a given time period may be reported, duplicate serial numbers maybe located and listed, previously registered serial numbers may beflagged, and cross-references may be made between the registration dateand the date the product was returned to the manufacturer. Such reportscan be used by the manufacturer to monitor retailer returns for possibleproblems or abuse.

FIG. 5 illustrates in flow chart form an example purchase and returnprocess made possible by the electronic registration system of thepresent invention. A store customer first picks out a store product forpurchase (block 300) and brings it to the check out station (block 302).The store associate then scans the UPC code to enter the product SKUnumber (block 304) and, if it is a product for which electronicregistration is sought, the store clerk is prompted to enter the serialnumber (block 306).

After the store clerk scans the serial number (block 308), the customersales receipt is printed with the serial number (block 310) and thetransaction databases are updated (block 312). The process ends if thecustomer is satisfied with the product (block 314). If not, however, thecustomer returns the product to the store (block 316).

As noted previously, if the customer presents the sales receipt at thetime of a return, the store associate may compare the serial number onthe product with that on the sales receipt. The associate should comparethe printed serial number with that on the product itself, rather thanthe serial number on the packaging, to guard against repackaging of anold product in a box for a recently purchased product. If the serialnumbers match, the return is within an allowable time period, and allother return qualifications are met (e.g., no major parts are missing,etc.) the return may be accepted.

If there is no receipt, or if the product serial number does not matchthat printed on the receipt, the store associate examines the productsto ensure all return qualifications are met (block 318). If so, thestore associate scans the serial number on the product (block 320) andthe retailer computer system 6 checks the retailer database for theserial number (block 322). A link to the manufacturer's serial numberdatabase may be made to search for serial numbers which do not appear inthe retailer database (block 324).

Assuming the serial number information is found in either the retailerdatabase or the manufacturer database, the date of purchase is checkedto see if it was within the past 90 days (block 326). Purchases withinthe past 90 days which meet all other manufacturer return qualifications(block 328) may be refunded or exchanged (block 330). The retailer maythen return the product to the manufacturer within 150 days from thedate of purchase to receive credit for the return (block 332).

For products which do not meet all manufacturer return qualifications(block 328), but were purchased within the past 90 days (block 326), theconsumer may be referred to an authorized repair facility for a warrantyrepair (block 334). Similarly, if the purchase was made more than 90days (block 326), but fewer than 180 days (block 336), prior to thereturn, the customer will be referred to an authorized repair facilityfor a warranty repair (block 334). Consumers seeking to return productspurchased more than 180 days earlier (block 336) will be directed to anauthorized repair facility for a non-warranty repair (block 338).

The return deadlines noted in the example of FIG. 5 are fairly typicalfor actual return policies. However, these particular deadlines aremerely examples, and other appropriate deadlines may be used withoutdeparting from the spirit of the invention.

FIG. 6 provides a graphic illustration of a return process whichutilizes the features of an electronic registration system. Asillustrated at the left hand portion of FIG. 6, when a customer seeks toreturn a product, the store associate searches the retailer's store-widedatabase by entering the product serial number. If the transaction islocated in the store-wide database, the operator terminal 12 of theretailer computer system 6 displays the product description the purchaselocation, and purchase date. Additionally, the consumer's return options(e.g., warranty repair, exchange, store credit, or cash refund) may bedisplayed. The display of consumer options is particularly advantageouswhere electronic registration is used for multiple manufacturers. Bydisplaying the options, the need for the store clerk to remember or lookup the options is avoided. Also, the likelihood of the store associatemaking a mistake is reduced.

The right hand portion of FIG. 6 illustrates a situation where theproduct was purchased from a competitor and, thus, does not appear inthe store-wide database. After unsuccessfully searching the store-widedatabase, the retailer computer system dials up to search themanufacturer's national database. The manufacturer's computer systemreturns the date purchased, the name of the retailer that sold theproduct, the deadline for consumer returns, the deadline for theretailer to return the product to the manufacturer for credit, and thedeadline for warranty repairs. Based on this information from themanufacturer, the operator terminal 12 of the retailer computer system 6displays the product description, the purchase location and date, andavailable consumer options.

The implementations described above illustrate the characteristics,features and advantages of the present invention. These implementations,of course, are not exhaustive, and other implementations within thescope and spirit of the present invention will be apparent to thoseskilled in the art. Although the invention is described primarily in thecontext of a two-level retailer/manufacturer arrangement, otherarrangements are available. For example, a three-level individual chainstore/store headquarters/manufacturer arrangement may be implemented.Yet further levels may be added.

While the invention has been described in connection with what ispresently considered to be the most practical and preferred embodiments,it is to be understood that the invention is not to be limited to thedisclosed embodiments, but on the contrary, is intended to cover variousmodifications and equivalent arrangements included within the spirit andscope of the appended claims.

What is claimed is:
 1. A method for registering product transactions,the method comprising for each product associated with a respectivetransaction at a transaction location: obtaining, at the transactionlocation, identification information that identifies the respectiveproduct involved in the respective product transaction; identifying atype of the respective product involved in the respective transaction;determining whether product registration should be attempted based onthe identified type of the respective product; and when it is determinedthat product registration should be attempted: storing in a localtransaction database said identification information and additionalinformation including at least the date of the respective transaction,creating a transaction receipt that includes at least some of saidindividual product identification information and said date oftransaction, and communicating said individual product identificationinformation and said date of the transaction to a remote location forinclusion in general transaction database.